Payment Operations Manager

Duty Station:  Kampala, Uganda

Reports to: Senior Manager Central Operations

Key Duties and Responsibilities:

• Manage the payment processing function and support business metrics and indicators for a best-in-class payment service.
• Serve as the escalation point for payment issues and work closely with the payments and front-line teams to quickly resolve issues.
• Manage vendor relationships, and work with vendors to optimize customer experience and ensure adherence to service level agreements.
• Ensure that the clearing process is handled in line with the rules and regulations of the central bank.
• Monitor SLA management, ensuring that internal and external customers are served within agreed timelines and breaches are identified and investigated.
• Communicate plans and the state of our transaction processing to the Senior Manager Central Processing and Head of Operations
• Responsible for strict cost management by conducting detailed analysis monthly of overtime approvals, stationary consumption, sundry losses, and staff costs.
• Review monthly dashboard statistics e.g., leave, accuracy, work carried forward, queries, complaints, training etc.
• Proactively contribute to embedding of agreed change management initiatives in support of quality improvement and cost reduction.
• Develop and implement effective communication processes to ensure that Operational service and cost targets are understood by appropriate staff.
• Develop and implement appropriate control processes to ensure that all elements of Operational risk, e.g. fraud, follow-up of Audit recommendations, are managed effectively across all areas under the control of the role holder.
• Develop and implement Management Information Systems to produce meaningful data to track performance.
• Develop and implement plans to rectify shortfalls in Operational service and cost performance.
• Oversee and monitor operational payment process risk across the business.
• Ensure adequate controls are maintained about internal, Group and regulatory compliance
• Deliver high levels of accuracy in conformance with business policy and control frameworks.
• Ensure that items monitored under the Payments GLs are within the business rules with clear escalations in case of breaches.
• Ensure that transaction reconciliation is done accurately and efficiently and meets all external and internal requirements.
• Critically review all processes from a risk and productivity perspective periodically.
• Participate in Monthly risk meetings with other stakeholders to identify risks and propose controls.
• Raise incident reports for any Payments incidents.
• Ensure Pre-audit checks are done and reviewed for the department to obtain a Satisfactory rating.
• Ensure business continuity tests are conducted regularly as required and the report is signed off.
• On at least a monthly basis, conduct team meetings to review safety, health, and environment policies and all other policies.
• Supervise, schedule, and prioritize tasks and responsibilities of the Payment department staff to meet the workload and scheduling needs of the units.
• Recruiting, training, coaching, performance monitoring, performance evaluations and discipline of payment staff as needed to fulfil the goals of the units.

Qualifications, Skills and Experience:  

• Bachelor’s degree in a business-related field.
• A master’s degree is an added advantage.
• A strong understanding of regulatory compliance.
• 5 years of experience in Central Operations with at least 3 years in payment operations.
• Knowledgeable of the principles, practices, and legal issues relating to staff supervision and performance management, strategic planning, and budget administration.
• Demonstrated ability to: understand/analyse performance/production data to identify improvement opportunities; manage complex projects that impact operations effectively and within time and budget; ensure policies, procedures, risk parameters and guidelines of the organization are met.
• Experience in people management, leading and directing multiple team members in a busy task-oriented environment.
• Strategic and Detail-oriented.

How to Apply:

If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your job application cover letter along with a detailed resume, copies of the relevant certificates and testimonials in a single PDF file format, quoting the respective Job title in the subject field to [email protected]

Deadline: Friday 3rd January 2025.

NB: Only short-listed candidates will be contacted. Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights and values, and what they bring to the workplace.